Posted by Marbenz Antonio on October 10, 2022
Service desks are at a very interesting phase right now as they transition from being just technical to be able to offer strategic insights that are useful throughout a company.
Additionally, this entails providing more value by combining hyper-automation with ITIL 4 standards.
The ITIL helped the traditional service desk transform into a single point of contact and knowledge for user requests, whereas the traditional service desk was, in effect, a helpdesk focused on users’ technical issues.
Now that ITIL 4 concepts have been implemented, the service desk should be viewed as an integral element of an organization’s strategy because it has complete knowledge of customer behavior, the customer journey, and whether a new service deployment has been successful or not.
Additionally, ITIL 4’s acceptance of cutting-edge tools and techniques, such as artificial intelligence (AI), offers the service desk even another chance.
Though leaders are starting to understand that data produced by AI across enterprises is the “new oil,” they usually don’t know where to begin or how to use it.
But they think they can find the solution right in front of them at the service desk. This division could serve as the foundation for new AI initiatives as it daily gathers gigabytes of data.
In the modern service desk, there are typically fewer people, but they tend to be more mature and capable of offering strategic input due to growing automation, particularly chatbots and virtual assistants. This also applies to the huge amount of interesting and valuable data processed throughout the department.
However, it’s also true that service desk staff must be knowledgeable about handling data, as this is the main challenge facing many AI projects today. In actuality, that involves cross-departmental collaboration as they must spend 50% of their time talking to the data owners. The next 30% of the effort is spent figuring out multi-structured data that is supplied by various platforms.
The service desk can then start acquiring the knowledge and abilities necessary to produce new machine-learning models and integrate them into organizational strategy.
Gathering and comprehending data is the first stage; turning it into something strategically useful requires two things in particular:
Service desk specialists who are familiar with ITIL 4 should already possess those skills. The service desk practice in ITIL 4 offers suggestions for:
The service desk can then learn new AI skills to contribute to AI projects across the enterprise in collaboration with a data science team, effectively making these activities more strategic than tactical and siloed.
The ability of the service desk to use diagnostic analytics, predictive analytics, and, at the most advanced level, prescriptive analytics will all develop over time as the desk becomes more mature.
A service desk set up according to this best practice makes it much simpler to get the necessary data and provides more wisdom to the overall strategy because ITIL 4 focuses on the end-to-end perspective of going from demand to value through a service value system.
How about career advancement at the service desk? A service desk set up according to this best practice makes it much simpler to get the necessary data and provides more wisdom to the overall strategy because ITIL 4 focuses on the end-to-end perspective of going from demand to value through a service value system.
How about career advancement at the service desk?
The service desk’s most knowledgeable employees can deal with data and translate it to strategy because they mix data science and ITIL 4 expertise.
The top service desk employees will be promoted outside of the department as a result of this opportunity for professional advancement. However, they are more likely to shift to new responsibilities inside their current employer than seek employment elsewhere because their abilities are valuable to the entire organization.
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